MGR II CUSTOMER SERVICE

TE Connectivity's Customer Success Teams interact with customers, company sales and service representatives to handle a variety of pre-sales or post-sales service functions. They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about TE’s products or services. They may promote and sell our company's products or services as well as investigate and resolve customer complaints. A key area of focus for this role will be to transform TE’s Customer Service team into an industry leading Customer Success organization and develop strong business relationships via TE's Extraordinary Customer Experience strategy.

Job Requirements

• Responsible for all customer communications on incoming orders, order confirmation, status on order deliveries
• Interfaces with other department managers and colleagues to share ideas and communicate service offerings
• Monitors and reports customer feedback and leads planning processes
• Keeps senior management apprised of key customer opportunities, potential risks and other key nuances which affect the growth of the business or department
• Attend customer meetings on an ongoing basis, interfaces as needed with customers during meetings and presentations
• Interacts with customers, company sales and/or service representatives to handle a variety of pre-sale or post-sale service functions
• Investigates and resolves complaints
• Maintains customer business relationships to provide total customer satisfaction
• Serves as the primary customer contact on matters related to customer needs
• Plays sales role on accounts that benefit from direct facility access and communication
• Provides information and analysis to drive business plans and strategies
• Supports the clear and effective communication of customer expectations to the organization and demands accountability for performance to agree upon commitments
• Ensures customer report cards and agreements are summarized and understood
• Investigates and resolves customer issues (delivery, price, quality, product and tooling information, etc.)
• Utilizes business knowledge to recognize sales opportunities and prevent the loss of existing business
• Provides timely, accurate and complete responses to customers or sales inquiries working with other departments
• Coordinates meetings and general information exchange between customer and TE. Is an active participant in customer visits to facility
• Represents the customer’s point of view during internal decision-making process
• Creates and maintains customer orders in system
• Prepare and monitor monthly sales forecast by customer and product

What your background should look like

• Bachelor’s degree in related field and 10+ years’ experience in sales, marketing or customer service within a manufacturing environment
• Self-directed; motivated; energetic
• Strong written, and verbal communication skills
• Driven to solve problems
• Comfortable with ambiguity and lack of clear direction
• Flexible and capable of managing multiple tasks in a fast paced, high-volume environment
• Strong organizational and time management skills
• Manages a team of Supervisors and direct team members

Competencies